The Bayonet

Tuesday, Jun. 17, 2014

Customer feedback improves service

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The Installation Management Command staff at every garrison, region and the headquarters remains focused on customer service and providing the most efficient and effective services to all customers. However, we depend on those who use IMCOM services to inform our staff of ideas for improvement or to provide feedback on the services received. The best tool for this purpose is the Interactive Customer Evaluation system.

The ICE system is a Web-based tool that collects feedback on services provided by various organizations throughout the Department of Defense. It allows customers to submit comments online to rate their level of satisfaction with services and to provide feedback. This feedback is critical in identifying what we are doing well and need to sustain, and where we may be falling short and need to improve. It also assists organizations in tracking their performance levels and determining where to focus limited resources.

Positive ICE comments are the highlight of our day. Our goal is to exceed your expectations and we always appreciate hearing from you when we do. We recognize that not all feedback is positive. Negative comments about IMCOM processes or interpersonal relationships provide us the information we need to modify them and improve. However, not all comments received provide sufficient detail for IMCOM staff to take necessary action. We estimate that approximately 20 percent of comments fall into this category. When a customer chooses to leave contact information, it's simple for the service provider manager to contact the customer and obtain the necessary information. But, when the customer chooses to remain anonymous, and does not leave sufficient information to identify the issue, IMCOM staff cannot take action and the comment is rendered useless.

We need customers to help us out by providing as much specific information as possible. A general rule of thumb is answer the five Ws and H: Who, What, When, Where, Why, and How. Providing specific information, even if a customer wishes to remain anonymous, enables IMCOM staff to better resolve customer concerns.

Now that you know how you can help us, please take the time to let us know how we're doing. We've noticed that the number of ICE comments IMCOM receives has slowly decreased over the past year and we want to reverse that trend. It takes less than a minute to fill out the standard six questions on the ICE Web site, and you're always welcome to add additional information in comment spaces provided. Be assured that all comments and information are secured and kept confidential.

To assist you in navigating to the service provider you're looking for, note that on every site or organization home page there are two convenient features at the very bottom of the page.

The first is a "Show all" link that displays every service provider alphabetically for that site. The second is a "Service Provider Summary Report"' for you as the customer to see how each service area is performing based on ICE comments received over the previous 90-day period.

Visit the ICE Web site at choose your site by branch of Service.

Let us hear from you! Army Strong - Ready and Resilient!

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